The Revenue Cycle Representative (RCR) is an entry-level customer service position in the healthcare industry. The Patient Access Management (PAM) Division RCRs for the Medical Center Downtown (MCD) Registration team will provide exceptional customer service to our external customers: patients, insurance contacts, etc. and internal customers. You will support UIHC's "Service Excellence" standards to all our customer groups, utilize tools and processes to make independent decisions and will maintain integrity and treat internal and external customers respectfully.
The RCR will work in a high-volume phone and web-based application environment and be part of an incoming and outbound call environment. You must have a demonstrated ability to prioritize, multi-task & quickly change focus in a fast-paced team environment. You will be expected to provide accurate and comprehensive information (verbally and/or in writing) to patients, outside agencies and various administrative and management personnel regarding all third-party interactions, patient billing and customer service activities. The PAM RCR must be able to show compassion and empathy when working directly with patients and/or their families.
WE CARE Core Values:
Welcoming - We strive for an environment where everyone has a voice that is heard, that promotes the dignity of our patients, trainees, and employees, and allows all to thrive in their health, work, research, and education.
Excellence - We aim to achieve and deliver our personal and collective best in the pursuit of quality and accessible healthcare, education, and research.
Collaboration - We encourage collaboration with healthcare systems, providers, and communities across Iowa and the region, as well as within our UI community. We believe teamwork - guided by compassion - is the best way to work.
Accountability - We behave ethically, act with fairness and integrity, take responsibility for our own actions, and respond when errors in behavior or judgment occur.
Respect - We are committed to ensuring that UI Health Care is an inclusive environment where individuals from the full spectrum of diversity - which includes identity, backgrounds, cultures, ability and perspective -feel safe, seen, and valued.
Equity - We dedicate ourselves to equity and fairness in research, health care, education and health.
Position Responsibilities:
Analyze and verify patient demographic, insurance eligibility and financial information/responsibility for accurate claim submission and reimbursement.
Communicate with providers, payers, patients, internal departments, co-workers, and Leadership to resolve issues.
Work with court system to provide time sensitive documents and ensure that deadline dates are met and that UIHC is in compliance.
Be expected to maintain a high-level of accuracy to meet productivity and quality requirements.
Identify trends and/or work processes for potential process improvements.
Review and analyze report data to provide status updates to leadership.
Maintain extensive working knowledge and expertise based around payer regulations/policies, financial classifications and financial assistance programs.
Build and maintain solid working relationships with interdepartmental and clinical staff, referral sources, insurance companies, medical providers, and the public.
Location: Medical Center Downtown, 500 E. Market Street, Iowa City, IA 52245
This position is primarily a combination of remote and onsite (hybrid) work locations. Remote work must be performed at an offsite location within the State of Iowa. Training will be held either on ONSITE at the HSSB building or via zoom, with location and length of training determined by the supervisor. Remote eligibility will be evaluated upon a satisfactory job training opportunity. Per policy, work arrangements will be reviewed annually, and must comply with the remote work program and related policies and employee travel policy when working at a remote location.
Equipment:
Onsite - The department will provide a workstation which contains 3 (three) monitors, laptop/power cord, docking station/power cord, keyboard, mouse, headset, and desk supplies can be found in the supply closet.
Hybrid - while working onsite, the department will provide a workstation which contains 3 (three) monitors, a laptop/power cord, docking station/power cord, keyboard, mouse, headset, and desk supplies. When working offsite, the employee will take their laptop/power cord to carry back and forth, a second docking station/power cord to keep offsite. Prior to working offsite, the employee, at their own expense, will need to supply 2 (two) monitors, a keyboard, a mouse, and provide a screen shot of the domicile internet speed (minimum 30mb download and 10mb upload) and a picture of the office setup.
Remote - when working offsite, the department will provide the employee a laptop/power cord, docking station/power cord, headset. Prior to working offsite, the employee, at their own expense, will need to supply 2 (two) monitors, a keyboard, a mouse, and provide a screen shot of the domicile internet speed (minimum 30mb download and 10mb upload) and a picture of the office setup.
Education Required:
Bachelor's degree or equivalent combination of education and relevant experience.
Required Qualifications:
Related customer service experience (typically 6 months or more) in a professional, financial, health care or medical related environment.
Strong attention to detail and proven ability to gather and analyze data and keep accurate records.
Proficiency with computer software applications, i.e., Microsoft Office Suite (Excel, Word, Outlook, PowerPoint) or comparable programs and an ability to quickly learn and apply new systems knowledge.
Demonstrated ability to handle complex and ambiguous situations with minimal supervision.
Self-motivated with initiative to seek out additional responsibilities, tasks, and projects.
Desired Qualifications & Experience:
Experience maintaining professionalism while handling difficult situations with callers or customers.
Demonstrated ability to maintain or improve established productivity and quality requirements.
Familiarity with medical terminology.
Knowledge of Health Insurance Portability and Accountability Act (HIPAA) laws.
Knowledge of healthcare billing (healthcare revenue cycle); insurance, and/or federal and state assistance programs.
Experience identifying opportunities for improvement and making recommendations and suggestions.
Working experience with multiple technology platforms such as Epic, Cirius, ACD, and/or GE.
Application Process:
To be considered for an interview, applicants must upload the following documents and mark them as a "Relevant File" to the submission:
Resume
Cover Letter
Job openings are posted for a minimum of 14 calendar days and may be removed from posting and filled any time after the original posting period has ended. Applications will be accepted until 11:59 PM on the date of closing.
Successful candidates will be required to self-disclose any conviction history and will be subject to a criminal background check and credential/education verification. Up to 5 professional references will be requested at a later step in the recruitment process.
Successful candidates will require a work arrangement form to be completed upon the start of your employment. Per policy, work arrangements will be reviewed annually, and must comply with the remote work program and related policies and employee travel policy when working at a remote location.
For additional questions, please contact Veronica Clark at veronica-clark@uiowa.edu.
Applicant Resource Center:
Need help submitting an application or accepting an offer? Support is available!
Our Applicant Resource Center is now open in the Fountain Lobby at the Main Hospital.
Hours:
Monday 8:00 am - 10:00 am
Tuesday 8:00 am - 10:00 am
Wednesday 8:00 am - 1:00 pm
Thursday 8:00 am - 10:00 am
Friday 12:30 pm - 5:00 pm
Or by appointment - Contact TAHealthCareSupport@healthcare.uiowa.edu to schedule a time to visit.
